Maryland Live! Casino Partners with LRA Worldwide to Measure the Casino Guest Experience

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Maryland Live! Casino, one of the nation’s largest gaming, retail and entertainment destinations, has partnered with LRA Worldwide, Inc. (LRA) on a comprehensive guest experience measurement program.

Horsham, PA; Hanover, MD: June 10, 2014 - (PressReleasePoint) - Maryland Live! Casino, one of the nation’s largest gaming, retail and entertainment destinations, has partnered with LRA Worldwide, Inc. (LRA) on a comprehensive guest experience measurement program. With thousands of ways to dine, play and indulge, Maryland Live! requires a program that provides frequent measures on the delivery of the “above and beyond guest care” they promise at each of these guest touch points.

As a gaming operation alone, Maryland Live! is the largest in the state, with over 4,200 slots and electronic table games, 189 live action table games, including 52 poker tables. Guests can also choose from seven dining options, ranging from cafeteria style to fine dining, as well as multiple bar, lounge and entertainment outlets. The challenge for LRA was to design a program flexible enough to cover the array of options and robust enough to provide Maryland Live! leadership with the data required to drive improved performance and recognize high-achieving employees.

“LRA has been a tremendous resource in terms of the best practices in building our program,” said Robert Norton, President and General Manager of Maryland Live! Casino. “Our promise to our guests is above-and-beyond guest care, and LRA has helped us quantify and measure that delivery across all of our offerings.”

In addition to shops that measure the holistic guest experience, LRA has designed and deployed very targeted programs for fine dining, table games and poker. The comprehensive mystery shopping program has played a key role in measuring performance not only from the guest perspective but from that of employees as well.

“Our work with LRA has been an integral part of our employee reward and recognition program,” Norton continued. “Our employees are the key ingredient to delivering exceptional guest experiences and inspiring guests to come back and visit us again.”

“Maryland Live! is fairly unique within our client base, as by all financial performance metrics they were far exceeding industry expectations,” said Rob Rush, CEO of LRA Worldwide. “Their willingness to roll up their sleeves and put an ongoing microscope on their operation in order to maintain their leadership position is commendable.”

LRA provides quality assurance audit and guest experience measurement services to many of the leading global, regional and local hospitality companies. In all, LRA’s Quality Assurance & Mystery Shopping group will conduct nearly 26,000 audits and mystery shops in 2014, many of them within the casino and gaming industry with clients such as Hard Rock Casinos, The Cosmopolitan of Las Vegas, Mohegan Sun and Commerce Casino.

About LRA Worldwide, Inc:
LRA Worldwide is the leading global provider of Customer Experience Measurement services for multinational companies with complex customer interactions. In our 30+ year history, our innovative customer experience audits, quality assurance inspections, mystery shopping programs, research, and consulting services have advanced the field by ensuring that our clients' diverse and unique brand identities are measured in a consistent platform, which provides insights into highly technical and emotional customer touch points. Many of the world's preeminent global hospitality brands, as well as companies in the gaming, dining, healthcare, sports, entertainment, real estate, and travel industries, choose LRA to help them measure and improve the customer experience. Visit for more information.

About Maryland Live! Casino:
Maryland Live! Casino is conveniently located at the Arundel Mills Mall, halfway between Baltimore and Washington, directly off the Baltimore-Washington Parkway at Arundel Mills Blvd. and Route 100 in Hanover, MD (Anne Arundel County), with easy access off I-95 at Route 100. Open 24/7, the $500+ million Maryland Live! Casino is one of the largest commercial casinos in the country with 189 live action table games, including Blackjack, Craps, Roulette, Mini-Baccarat, Fortune Pai Gow Poker Progressive, and a Poker Room; more than 4,200 of the latest slot machines; and two High Limit rooms. A variety of irresistible dining options include Bobby’s Burger Palace, from celebrated chef Bobby Flay; The Cheesecake Factory®; Phillips® Seafood; the Zagat-rated #1 steakhouse The Prime Rib®; the multi-station Live! Buffet; Noodles Ramen Bar; and the new Luk Fu, featuring authentic South East Asian cuisine. A sizzling nightlife, including live entertainment at Rams Head Center Stage and the unique, interactive R Bar, completes the world-class gaming and entertainment experience. Other first-class amenities include the Shop Live! retail store; a bus lounge, and a secure covered 5,000-space parking garage with valet service, free self-parking and direct elevator access to the casino floor. Maryland Live! Casino is owned and operated by The Cordish Companies.
Call 855-5MD-LIVE (855-563-5483); or visit or Follow Maryland Live! Casino on Facebook and Twitter.
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Press Contact:
Zachary Conen
LRA Worldwide, Inc
Horsham, PA
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Contact Zachary Conen

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